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Manager, Customer Care

Indianapolis, IN, United States
Services - Customer Success & Enablement | Perm Full-time

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Job Description

Jobvite offers a marketing-inspired approach to recruiting by combining the power of data and the human touch. We enable recruitment teams to personalize the candidate experience with a full-scale talent platform that accelerates and simplifies the entire talent acquisition process — from the moment the search begins to the celebration of the first promotion and beyond. We make it possible to automate communication through bot-powered texts and anticipate the employee journey with internal mobility and referral tools driven by human insight and assisted by AI. With a comprehensive, talent acquisition-focused suite Jobvite has been serving customers, including Dollar Shave Club, Dunkin Brands, Trek, LinkedIn, CDW,  Universal Music Group, Wayfair, Audible & Feeding America, since 2006. 

What You Will Do:

  • Responsible for expediting and facilitating the client support functions of ALL Jobvite Products and areas of focus.
  • Responsible for managing the hiring, development, and performance of direct reports within the team
  • Responsibility to oversee the operations of the Triage Team
  • Manages escalated customer issues coming in through various channels such as email, web and telephone; and is tasked with providing timely and satisfactory responses to clients with installed solutions, meeting contractually defined response target times and SLAs
  • Manage and monitor service performance metrics and process improvements
  • Troubleshoot specific problem situations as identified through escalation policies and procedures
  • Work with customers to understand goals and business processes
  • Provide expert knowledge of our application(s) to the customer
  • Drive to continually improve our internal process for Triage Team
  • Identify, troubleshoot, resolve, and document resolution of issues encountered by users, confirm and report bugs.
  • Document issues using case format in our support tools such as Salesforce and Jira
  • Help create, maintain and update automated communications on phone, chat, and case/email communication channels.
  • Act as a liaison between our Product Management/Engineering teams, Triage Team members, and Customer Care Coordinators
  • Collaborate with other employees by providing important customer feedback, process-improvement suggestions, new troubleshooting tips and other actions that involve improving our product
  • Ongoing contribution to technical and functional solutions to be posted to both internal and external knowledge base

What Will You Bring:

  • 5+ years direct responsibility for building and leading support teams
  • 5+ years previous experience working within a technically focused environment
  • Experience developing system and processes to create operational efficiencies
  • Previous experience interfacing with customers in a support capacity
  • Experienced and comfortable interacting with all levels of management and roles within the customer organization
  • Ability to effectively prioritize and escalate customer issues as required
  • Excellent communication and presentation skills; ability to effectively explain complex solutions to customers
  • Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment
  • Experience with SalesForce Support Modules/Processes a plus
  • Experience with Amazon Connect a plus

Jobvite is an Equal Opportunity employer.
Jobvite is an EVerify employer.